Procare Team Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service which was registered on 30 January 2023. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.People and relatives confirmed care workers provided support, which was person-centred, identified their care needs and how they wanted their care provided. A person commented, “They came and saw me and discussed what I needed and how they would do everything. They [office] call to tell us if anything is changing or come to see us and we can contact them anytime.” Care workers confirmed they visited the same people to provide support which meant they developed an understanding of the person’s care needs and there was a continuity of care. People also had detailed care plans and risk assessments which provided the care workers with guidance on how the person wanted their support provided. Care workers completed a record of the care they provided during each visit.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The registered manager confirmed that they worked closely with the health and social care professional who were involved in providing people care. People and relatives stated the same set of care workers usually provided their care so there was continuity of support. A relative said, “Well when the main carer is off, we have another lady, that's a regular person as well.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives explained they discussed their care with the registered manager and understood the information in the care plans. The registered manager confirmed a person’s communication support needs were identified in their care plan. This information included their preferred language and if any medical conditions could impact the person’s communication. The registered manager told us, “If there is a language barrier, we try to allocate a care worker who can speak their language. We have a lot of care workers who were Punjabi and Gujrati speakers. Service users from that background prefer to have staff who can speak their language it makes it easier communicating.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and relatives said they were regularly asked for feedback by the registered manager. Care workers also supported people to make choices about their care. The provider had a complaints process, and we saw when a concern was raised it was responded to in a timely manner. The registered manager told us they sent surveys to people, relatives and care workers to get feedback on the service. People and relatives confirmed they could contact the provider when required with their comments including, “The registered manager calls me often and asks how things are, I couldn't do better”, and “I could ring them 24/7 if I needed to, the registered manager rings me and asks how things are.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager explained they worked with all the organisations involved in supporting a person including the GP, district nurses, hospital teams and specialist community-based services. This meant people were supported to receive the care to meet their needs. Care workers undertook a range of training courses to help them provide appropriate ad safe care for people.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and relatives told us care workers treated them with respect. People’s care plans indicated their cultural and religious preferences and how care workers should support the person to respect these wishes. Care workers completed training on human rights and the registered manager said care workers were encouraged to support people to “ensure they have their freedom to speak up to make sure they did feel intimidated or restricted to what they can do. Express themselves if they feel their human rights were infringed.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The registered manager told us they reviewed the information on the person’s care needs provided by the funding authority. They also undertook an assessment of the person’s support needs. Where it indicated that a person may require support with their end of life wishes the registered manager identified all the healthcare and other professionals involved in the person’s ongoing care. People’s care plans identified any medical conditions a person was living with and provided care workers with guidance on how to support them.